Client Manager, CIGNA International Expatriate Benefits
Greenock
Band 2
Purpose of the job/Key Objective:
Reporting directly to the Nurse Manager, the successful candidate will support the
Nurse Managers in achieving departmental, business plans and company wide goals.
This role will be responsible for anticipating potential service problems and putting
corrective action in place to support our service level agreements and staff needs.
Duties & Responsibilities:
- To instigate remedial action before issues become visible and affect
customers directly.
- To escalate challenges to Nurse Managers when issues not being
resolved.
- Provide positive and visible leadership
- Monitor and audit each team member’s performance, to ensure service
standards are maintained
- Manage team quality (as set by service level agreements) to ensure
internal/external business requirements and standards are monitored and continually
improved
- Delegate workloads within the team and review processes to identify
improvements with a view to increased efficiency, cost containment and the provision
of a high level of service to customers
- Make appropriate business decisions when necessary
- Participate in client visits promoting excellence and knowledge
of customer service
- Provide accurate management reports and statistical information
to the Nurse Manager as appropriate
- Facilitate team meetings to ensure a smooth workflow, high level
of communication and resolve any issues within the team
- Ensure all customer complaints are efficiently handled in line
with service standards, logged and updated in the complaints database.
- Motivate the team to achieve agreed work outputs, covering productivity
quality and customer satisfaction.
- The focus is to be hands on and visible through owning and driving
sustained and team performance and achieving consistency of service
- The role combines the need to manage team performance and contribute
to the wider effectiveness of the Department, as a key member of the team
- Integrate and work
effectively with other teams involved in the
Absence/Healthcare Service processes
- Provide team and people development through active coaching, monitoring
and feedback and an open, supportive and clear style Experience Required:
Experience Required:
- Technical knowledge of area (including processes, products, working
practices and systems)
- Comprehensive knowledge of Service Level Agreements and authority
levels
- High level of knowledge of the overall Healthcare Service/Customer
Service process within CIGNA
- Good operational business awareness
- Excellent oral and written communication skills
- Good business/product knowledge
- Good leadership and management skills to motivate and develop others
- Good supervisory and influencing skills.
- Good coaching skills
- Customer-focused, with good organisational and action-orientated
problem-solving skills
- Spreadsheet, word-processing and associated office IT
Skills
- Self-motivated with confidence to use own initiative and to innovate
- Good time management skills
- The ability to work toward continuous improvement
- Regulatory awareness
To apply, please send a comprehensive CV, including current salary to
sarah.mcildowie@CIGNA.com or by post to Sarah Mcildowie, Human Resources,
CIGNA International, 1 Knowe Road, Greenock
PA15 4RJ.
Please note the closing date for applications is Friday 15th of February
2008.